With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
This is an exciting time to join Remote and make a personal difference in the global employment space as a Pay Customer Success Manager, as part of our Customer Experience team.
Owns the full post-sales customer lifecycle for a high-volume SMB book across Payroll + EOR + adjacent products. Runs the standard post-sales motion end-to-end with high operational rigor - proactive engagement, adoption, and structured churn-risk management - while partnering tightly with Sales on renewals and expansion signals.
- CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
- Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
- Ability to identify churn risk early and execute structured mitigation plans
- Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
- Consistent CRM + Vitally hygiene as system of record (SSOT)
- Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms
- Writes and speaks fluent English.
- Accountability & autonomy - owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business; escalates early with context without offloading ownership
- Communication & collaboration - provides timely, clear customer and internal updates; runs structured operating rhythms; aligns DRIs across Sales and required verticals and closes loops consistently
- Customer outcomes - drives onboarding/adoption outcomes and Success Plans; translates customer goals into measurable milestones and tracks progress
- Escalation & risk management - identifies churn signals early; runs mitigation plans; escalates only when blockers are clear and the ask is explicit
- Commercial impact - surfaces qualified upsell/cross-sell signals (e.g., adjacent products where applicable) during QBRs and renewal conversations; documents and routes correctly to Sales/AMs
- Operational excellence - maintains Vitally + Salesforce as SSOT (pulses, risk tags, notes, next steps) with zero reminders; produces clean handovers for PTO/coverage per SOPs
- Scalability & automation - consistently uses approved playbooks, automation, and templates to sustain cadence across a high-volume book; shares practical learnings with the pod
- AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework
- You'll report to: Senior Manager, Pay & HCM Customer Success
- Team: Customer Success
- Location: For this position we welcome everyone to apply, but we will prioritize applications from EMEA
- Start date: As soon as possible
- Take home test
- Interview with recruiter
- Interview with future manager
- Interview with Senior Director
- Bar Raiser Interview
- Prior employment verification check
This salary range is OTE. The role offers 80% base salary and 20% variable compensation (commission/bonus).
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.
You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.
If that sounds like something you want, apply now!
How to apply- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.
We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.
At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here.
Please note we accept applications on an ongoing basis.
Skills Required
- CS/Account Management experience in complex B2B SaaS
- Payroll domain experience
- Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
- Ability to identify churn risk early and execute structured mitigation plans
- Experience coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
- Consistent CRM and Vitally hygiene; experience using Vitally and Salesforce as SSOT
- Experience managing a large/high-volume SMB book of business
- Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting; verifies against source-of-truth
- Fluent written and spoken English
Remote (Remote.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Remote (Remote.com) and has not been reviewed or approved by Remote (Remote.com).
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Fair & Transparent Compensation — Pay is positioned as above-market with a stated 65th-percentile benchmarking approach and structured bands/compa-ratios for adjustments. Compensation equity checks (including role and gender fairness) and inclusion of statutory local allowances are described as part of the approach.
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Leave & Time Off Breadth — Time-off offerings are described as expansive, including unlimited PTO with a stated minimum, local public holidays, and periodic company-wide self-care days. Asynchronous hours and flexible scheduling are also highlighted as part of the time-off and flexibility experience.
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Wellbeing & Lifestyle Benefits — Benefits include home office support and equipment, wellness programs, mental-health support, and allowances for learning and professional development. Additional perks like meetups/workations and recognition-style perks are described as part of the total package.
Remote (Remote.com) Insights
What We Do
Talent is everywhere. Opportunity is not. Remote's mission is to create opportunity everywhere, empowering employers to find and hire the best talent, and enabling individuals to build financial and personal freedom. Remote is the all-in-one HR and payroll platform to find, hire, manage, and pay your entire team everywhere. Whether onboarding your first cross-border hire or scaling across continents, Remote delivers enterprise-grade compliance, intuitive design, and dedicated local expertise. With one platform for every contract, payslip, and regulation, Remote helps you grow without borders through our comprehensive set of core solutions including, HRIS, payroll, international employment, contractor management, and more.
